Razer デバイスを Synapse が認識しない

要約

• Razer 製ハードウェア(キーボード, マウス)を使っており、Synapse(Razer製品用ソフトウェア)がハードウェアを突然認識しなくなった
• サポートに問い合わせたところ、VALORANT(Riot Vanguard) を再インストールしてみてと回答があった
• 認識した！🎉

該当製品

• Razer BlackWidow V3 Mini HyperSpeed
• Razer Basilisk Ultimate (+ Dock)
• Razer Synapse3

事前に試したこと

• Syanpse 3の再インストール
• USBの再接続（無線、有線それぞれ）
• OSの再起動
• OSのアップデート
• ドライバーの設定やバージョン見直し

症状

Razer Synapse 3 で、デバイス一覧に Razer BlackWidow V3 Mini HyperSpeed, Razer Basilisk Ultimate および Dock が表示されず、認識されていない。 ただし、Windows 上では認識されており、キーボード入力やマウス操作などは可能な状態。 Synapse での認識がないため、ゲーム固有のキー設定やライトアップの設定等が読み込まれずデフォルトのままになってしまっていた。

なお、Windowsの設定の「Bluetoothとドライバー」で「ドライバーエラー」が表示されていたが、ドライバーを以前のバージョンに戻したり、「デバイスマネージャー」からアップデートを確認しても最新バージョンで問題がなく、改善が見られなかった。

サポートに問い合わせた結果

Riot Vanguard の再インストールを試すよう指示があり、やってみたところ無事デバイスが Synapse で認識されるようになった どういうことだってばよ...

(おそらく VALORANT のアンチチートソフトか何かが悪さをしていたように見える)

以下実際のやり取り

Q1. 筆者から問い合わせ

Which Razer devices?
Razer BlackWidow V3 Mini HyperSpeed, Razer Basilisk Ultimate (+ dock)

The above device is not recognized by Synapse 3.
But recognized on windows.

"Driver error" is displayed in "Bluetooth and drivers" in Windows settings, but even if you revert the driver to the previous version or check for updates from "Device Manager", no improvement is seen with the latest version.

I tried reinstalling Syanpse 3, reconnecting the USB (wireless and wired respectively), restarting the OS, and updating the OS, but it didn't improve.

Purchased just over a year ago and still under warranty.

I'm having trouble with Synapse 3 not recognizing my device, please help.

I'm Japanese, so I can't understand English very well, but I'm looking forward to working with you.

A1. Razer Support からの返答と情報提供の依頼

Greetings!

Thank you for contacting Razer Technical Support. My name is Rey and I'll be more than happy to assist you with your concern.

We understand that you have issues with your device wherein it is not detected by synapse. Thank you so much for bringing this to our attention and this is not the experienced we want you to have. Rest assured we will help you out with your concern today.

Can you please provide the following details below:
1. System (e.g. Laptop/Desktop):
2. System Manufacturer (e.g. HP, Dell, Razer, etc…):
3. Operating System (OS) (e.g. Windows 10 Pro, macOS Catalina):
4. OS Version (e.g. 1909(win), 10.15.1(mac)):
5. OS Build (WIN ONLY) (e.g. 18363.753):
6. Synapse Version: To get your synapse version, open synapse> click settings > click about > synapse version.

For us to isolate the issue, we need you to answer the following.

How long have you been on the unit before the problem arises?
What activities were you doing before the issue occurred?
Was this working fine before?
When did the issue start occurring?
Were there any changes made to your system/device prior to the issue?
Did you receive and install any Windows update recently?
Were there any incidents that happened to your device prior to the issue?
Any noticeable physical damage from the device? i.e. cracks, tangled cable, exposed wire, etc?

We would like you to confirm if you have a Riot Valorant installed on the PC.

We need you to provide the serial number of your device for further review. To find your serial number, please click the link on how to get: https://bit.ly/3xmfOBx.

Once we received and validated the information above, we will proceed accordingly.

For your reference, here is your case # 221209-002557.

For more information about our Warranty Policy, please access this link: https://www.razer.com/warranty


All the best,
Rey
Razer Tech Support

Q2. 筆者からの情報提供(シリアルNo.等一部改変)

Hi, Rey.

Thanks for your support.
I'll answer your questions.

1. System: Desktop
2. System Manufacturer: GALLERIA
3. OS: Windows 11 Home
4. OS Version: 22H2
5. OS Build: 22621.900
6. Synapse Version: 3.7.1103.110716

> How long have you been on the unit before the problem arises?

About hallf year.

> What activities were you doing before the issue occurred?

FPS games, programming, surfing the net.

> Was this working fine before?

Yes.

> When did the issue start occurring?

About 3 month ago.

> Were there any changes made to your system/device prior to the issue?

I don't remember changing it myself, but it could have been updated automatically.

> Did you receive and install any Windows update recently?

I have tried to get this problem resolved.

> Were there any incidents that happened to your device prior to the issue?

There were no software problems, but hardware problems causing some keys to chatter.

> Any noticeable physical damage from the device? i.e. cracks, tangled cable, exposed wire, etc?

No, None in particular. The cable is clean because it is used wirelessly.
By the way, wired connection did not solve this problem.

> We would like you to confirm if you have a Riot Valorant installed on the PC.

Yes, I plaing Valorant.
However, Synapse used to recognize it correctly even with Valorant present.

My devices serial number is
Razer BlackWidow V3 Mini HyperSpeed: IOXXXXXXXXXXX
Razer Basilisk Ultimate: PMXXXXXXXXXX
Razer Basilisk Ultimate Dock: PMXXXXXXXXXX

Thank you.

A2. Razer Support からの返答

Hi,


Good Day! I hope this email finds you well.  Thank you for contacting Razer Support. My name is Rhyan and I will be happy to assist you with your concern about your Razer Synapse not detecting your Razer devices. We are sad to know that you’re having this issue, and we would like to apologize for the inconvenience that this has caused you.

Please try these steps and provide the info we need:

Attempt to diagnose the possible root cause of the issue, please uninstall Riot Vanguard (see How to uninstall Riot Vanguard) and do a system restart.
Verify if device detection issue still has been resolved after Riot Vanguard has been uninstalled
If issue has been resolved, reinstall Riot Vanguard and verify if issue re-appears.

Also, please provide  your Synapse logs:

Follow this guide on how to do it. https://mysupport.razer.com/app/answers/detail/a_id/1462

Thank you for contacting Razer Support! If you need immediate assistance, feel free to contact us via Live Chat or Phone at https://support.razer.com/contact-support/?c=us 
  
Your case number is 221209-002557
 
We look forward to hearing from you soon.
 
All the best,
Rhyan
R Λ Z Ξ R™ Technical Support

Q3. 筆者からの治った報告 完

Hi, Rhyan.
Thanks for your support.

I have a good news.
Tried reinstall Riot Vanguard, My devices recognized by Synapse3!
I appreciate you so much.

But chattering, which is a hardware problem, has not been improved.

Can I get any support regarding chattering?

なお、チャタリングについてはこの後日本の正規代理店経由で購入していたため新品交換になりました

めでたしめでたし